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Lead Escalation Engineer - NetScaler

India, Bengaluru · Job Posted January 30, 2026
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Job Description

The Lead Escalation Engineer is responsible for providing technical assistance on Citrix products to customers of large size, scope, and/or political complexity. The support focuses on in-depth problem analysis of Citrix products and their integration into enterprise-wide mixed environments. The incumbent often assists less senior colleagues and uses sophisticated technical troubleshooting skills to independently resolve high complexity customer issues.

Job Responsibility

  • Provide technical assistance on Citrix products to customers of large size, scope, and/or political complexity - via phone, email and/or remote access
  • Support focuses on in-depth problem analysis of Citrix products and their integration into enterprise-wide mixed environments
  • Assist less senior colleagues - conducting cases reviews and providing mentorship to ensure quicker resolution
  • Use sophisticated technical troubleshooting skills to independently isolate, analyze, and provide resolution to customer issues of high complexity
  • Qualify only the most complex customer issues for assistance from the escalation team or other vendors
  • Works to achieve operational targets with major impact on the departmental results
  • Contributes to the development of goals for the department and planning efforts (budgets, operational plans, etc.)
  • May manage large projects or processes that span outside of immediate job area
  • Responsible for making moderate to significant improvements of processes, systems or products to enhance performance of job area
  • Problems and issues faced are numerous and undefined, and require detailed information gathering, analysis and investigation to understand the problem
  • Problems typically impact multiple departments or specialties
  • Problems are typically solved through drawing from prior experience and analysis of issues
  • Communicates with parties within and outside of own job function
  • Typically has responsibility for communicating with parties external to the organization (e.g., customers, vendors, etc.)
  • Works to influence parties within and outside of the job function at an operational level regarding policies, procedures and practices
  • Typically responsible for providing guidance, coaching and training to other employees within job area
  • Typically responsible for managing major/complex projects at this level, involving delegation of work and review of work products

Requirements

  • Engineering university degree
  • At least six years of tech support experience in a large enterprise environment
  • Solid understanding of windows (both client & Server OS) and Linux networking (DNS / DHCP / TCP-IP)
  • Basics networking knowledge, including TCP / UDP, HTTP, SSL
  • Understanding of Authentication protocols like SAML, OAuth
  • Understanding of Load Balancers
  • Comfortable working in solving problems / debugging ASP.NET based multi-tenant cloud services
  • Proven understanding Windows
  • Industry certifications in the areas of Virtualization and/or Cloud which includes working knowledge of AWS / Azure / ESXi (ideal)
  • BS or BA in Computer Science, Information Systems, Engineering, Mathematics, Physics, Statistics or related technical discipline experience preferred
  • Experience working with multi-tiered application design and development
  • Experience with debugging techniques and tools required, including the ability to analyze and debug dump files, network and stack traces
  • Load Balancers (e.g. Citrix NetScaler, F5 BigIp, Cisco CSS)
  • Web Application Firewalls (e.g. Citrix NetScaler, Imperva, Akamai)
  • SSL VPN solutions (e.g. Citrix NetScaler Gateway, Juniper SA Series, Cisco SSL VPN)
  • Network monitoring and management (e.g. PRTG, Obkio, Auvik, SNMP)
  • Sniffers and Protocol Analyzers (e.g. Wireshark, tcp dump, ethereal)
  • Knowledge of Security technologies (e.g. SSL/TLS, VPNs, Firewall, IDS/IPS)
  • Knowledge of routing protocols (RIP, OSPF, BGP) and switching technologies
  • A solid understanding of WAN and LAN switching and routing, ARP, TCP, IP, HTTP, SMTP, DNS and other related internet protocols
  • A strong working knowledge of secure Web application delivery
  • A strong working knowledge of the TCP/IP protocol stack
  • A strong working knowledge of application layer protocols
  • Knowledge of Layer 4-7 load balancing, HTTP, SSL acceleration along with Authentication protocoals like SAML and OAuth technologies

Nice to have

  • CCNA Certification
  • Virtualization / Cloud working knowledge (AWS / Azure / ESXi)
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